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Junior Traffic Controller
The 5CA Junior Traffic Controller keeps track of agent’s activities and business coverage, ensuring our clients have a steady, reliable service and our agents are provided with a work flow that guarantees a successful productivity within established business metrics. The Junior Traffic Controller will closely monitor tickets and e-mails while ensuring every agent is provided with assigned duties within their capabilities and skills.
Coordinate staffing allocation and availability of Customer Service staff in order to achieve service level objectives
Monitor site to ensure optimal staffing levels for every queue in Helpshift and other platforms
Run and analyze various reports and forecasting, proactively advising on bottlenecks and improvements
Administer volume contingency action plans as deemed necessary and appropriate.
Minimum of 6 months of experience in the Customer Service industry as a Traffic Controller/Real-Time Analyst /Supervisor/Planner
Experience with CS-related calculations, macro's, forecasting, and software (Injixo, Verint. Helpshift, Microsoft Excel)
Knowledge of CS-related calculations, macros, and forecasting
Knowledge of forecasting/scheduling software such as Injixo or Verint
Possess strong organizational skills, excellent prioritizing and an independent mindset
Ability to prioritize workload, meet deadlines, and perform multiple tasks with attention to detail;
Fluent in English, both written and spoken
A fast-growing organization (double-digit growth!) and an international, inclusive company culture
An inspiring environment with young, brilliant, and creative professionals with which you will have lots of fun
Continuous learning and plenty of opportunities for growth within your field of expertise
5CA provides people around the globe with outstanding customer support. We use their preferred channel, in their own language, at the time that is most convenient to them. We love hiring and working with geeks: people who are enthusiastic and engaged with gaming, tech, and digital topics. It is our successful Work From Home program that allows us to attract similarly minded and highly talented people, without being limited by geography. We’re passionate in what we do, deliver a great customer experience. And most of all we’re passionate about who we work with!